Assistant Manager, Business Operations - The Ritz - Carlton Leadership Center

POSITION SUMMARY   The Ritz-Carlton Leadership Center is a for profit, external facing Corporate Consulting organization that specializes in organizational culture transformation, leadership development, and service culture development. The Assistant Manager, Business Operations is responsible for business operations functions including: revenue management, expense management, MBS & Finance support, legal and contracts support, and all associated reporting and project support for business operations for the Leadership Center. This position reports to the Vice-President of the Leadership Center.   The core responsibilities for this position include:

1. Managing all revenue and payment operations
2. Managing all client and operating expense operations
3. Serving as the lead for MBS and finance department interactions, projects, and business operations requirements
4.  Serving as the primary owner for operations support including special project support, Salesforce hygiene, on-boarding coordination for new hires into RCLC, technology inventory, client, and employee relations as well as vendor relations.
5. Serving as the lead catcher for all inbound sales leads and supporting lead communication Owning all associated business operations reporting and project support

      EXPECTED CONTRIBUTIONS  

Manages all revenue and payment related operations:

• Owns all revenue collection for the business. This includes all payments for all service lines and all associated processes
• Owns all client invoicing for all service lines and ensures that they are error free and timely
• Owns all related communications to clients to ensure that payments are made according to contract terms and ensures compliance
• Owns all invoicing, reporting, payments, and operational support 
• Owns all reconciliation of payments
• Ensures all revenue related activity is accurate and timely in salesforce

Manages all client expenses and operating expenses operations

• Owns all client expense invoicing, compliance, and payment collection. Ensures that these are submitted and processed according to contract terms.
• Owns all associated reconciliation for client expense payments and updates salesforce with accurate data
• Owns all communication with clients regarding expense payments and processing
• Reviews the Operating Expense report (P&L) each month, ensures compliance with budget, identifies discrepancies, and reviews with the VP and Director of Marketing & Operations 

Serves as the lead for all MBS and finance department interactions, project, and business operations requirements

• Maintains a calendar of meetings, deadlines, and process requirements for MBS and finance department interactions with The Leadership Center
• Owns the process and submission of the monthly forecast to finance after reviewing with the VP
• Owns all monthly, quarterly, and annual reconciliation of revenue and operating expenses
• Owns reconciliation of lockbox and lockbox operations

Provides project support for business operations

• Supports phone line coverage for TRCLC
• Designs and owns processes related to the team including SOPs, procedures, products and services, customers, and vendors, and assists in the process improvement implementation of these processes across the team.
• Serves as operational lead for new hire onboarding, including sourcing new hire orientation opportunities across Ritz-Carlton, purchasing of IT equipment, and coordinating with the hiring manager on any new hire employee relations special projects.
• Leads Salesforce hygiene on behalf of TRCLC, including auditing and maintaining standards
• Researches any required areas in business operations—especially escalations or discrepancies
• Supports and leads all projects within the business operations
  • Owns initial client outreach on behalf of the account manager

Serves as lead catcher for all inbound sales leads and supporting communication

• Owns communication with client on behalf of the account manager and schedules initial introduction call
• Documents all client communication in Salesforce
• Creates all course contracts and invoices on behalf of the account managers

    CANDIDATE PROFILE - EXPERIENCE DESIRED   Required Experience

• A minimum of 4 years of related work experience; including accounting, P&L management, and legal experience
• Financial operations experience; excellent time management and organizational skills
• Highly accountable to deliver